Transforming courts and tribunals: a progress update

HMCTS must maintain a strong grip on progress to maximise the benefits from its substantial investment in reform. HMCTS should strengthen its portfolio and programme monitoring before the end of interim state 3 to provide early warning when things are going off track; be clear about the impact on the critical path; and allow it to take decisive corrective action. Reporting needs to give a more holistic, high-level view of progress towards the next key interim state (or end state) and use a broader range of indicators that integrate both financial and performance information.

Ref Page 9, paragraph 17, point a · Implemented 01/2022

• provide evidence that reform has reduced demand for physical hearings.

Ref Page 9, paragraph 17, point d, third bullet point

HMCTS should improve how it measures the benefits of reform, more clearly demonstrating where savings are coming from. We previously recommended that HMCTS should not bank savings before new systems and working practices were fully embedded. There will be more headcount reductions in the next stage of reform, making this more pressing. HMCTS needs to:

Ref Page 9, paragraph 17, point b

• provide assurance that headcount reductions are linked to operational improvements;

Ref Page 9, paragraph 17, point b, first bullet point

• take account of changes in demand; and

Ref Page 9, paragraph 17, point b, second bullet point

• ensure cuts do not come at the expense of service quality.

Ref Page 9, paragraph 17, point b, third bullet point

HMCTS should better demonstrate how it is monitoring the impact of its reforms on users of the justice system. It should: • publish the operational data it uses to monitor the impact of court closures; and

Ref Page 9, paragraph 17, point c, first bullet point · Implemented 12/2021

• put in place structures to ensure learning about how services are impacting those using them is captured and fed into the development of new services.

Ref Page 9, paragraph 17, point c, second bullet point · Implemented 12/2021

HMCTS should provide more clarity on how, in practice, it will meet the commitments set out in its Fit for the Future response. Specifically, before considering future closures it should: • improve transparency of the rationale for future closure proposals;

Ref Page 9, paragraph 17, point d, first bullet point

• set out what other sources of information it will use to assess ‘access to justice’ alongside travel time; and

Ref Page 9, paragraph 17, point d, second bullet point